Global Service Delivery Manager

**Role Summary**

Integreon is looking for a manager to support the Global Delivery Lead for Managed Services in the CCS business unit, organizing and overseeing the daily operations of the Mexico team and leading growth as this office continues to expand in its infancy. Our CCS business unit is in the process of a significant shift from traditional legal process outsourcing to delivering legal support solutions increasingly powered by generative AI (GenAI). Our manager will play a key role in helping to manage this change. Background experience with legal GenAI tools is not a prerequisite for the role (although it will be an advantage), but awareness of the impact of LegalTech on our industry and a desire to help drive technology-driven innovation in our services are essential.

The role requires a broad range of capabilities, which in summary include:

- **Strong leadership and stakeholder management skills** to support day-to-day operations and drive strategic initiatives **Deep understanding of contract lifecycle management**, including contract drafting, negotiation, and execution processes
- **Operational excellence and process improvement mindset**, with the ability to identify and implement efficiencies across delivery workstreams **Cross-functional collaboration skills**, working closely with Integreon’s and clients’ legal, procurement, commercial, and delivery teams **Experience with performance tracking and reporting**, including the ability to manage KPIs, SLAs, and client-facing dashboards. **People management experience**, including onboarding, coaching, and developing talent within a delivery team
- **Fluency in English**both written and oral

**Responsibilities and Duties**
- Support the CCS Global Managed Services Delivery Lead, overseeing the management and operations for the Mexico managed services accounts to ensure quality, timeliness and compliance with client expectations and contractual SLAs.
- Be responsible for effective resource management and help maintain the profitability of the Mexico delivery center Evaluate overall BU performance by gathering, analyzing and interpreting data and metrics: including operational metrics like staff utilization, productivity, quality, and financial targets. Conduct ongoing reviews to monitor progress on staff performance objectives and KRAs.
- Act as a point of contact for clients on operational matters, helping manage expectations and resolve issues. Collaborate with internal teams to align delivery with business needs
- Support implementation of tools and automation initiatives.
- Escalate high-risk issues or deviations from process to appropriate stakeholders
- Coordinate with global delivery centers and regional leads to align processes, share best practices and ensure consistency in service delivery

**Required Skills/Abilities**
- MUST be fluent in Englishboth written and verbal
- Contract Lifecycle Expertise - proven experience in contract drafting, review, negotiation and management across various contract types
- Project & Delivery Management - Experience in managing legal service delivery and client engagements
- People Management & Leadership - Demonstrated ability to lead, coach and develop teams, including experience in performance management and team building, ability to monitor and analyze team performance, identify trends and prepare executive-level reports Strongly _Preferred:_Experience with common contract management platforms like Icertis, Sirion, Apttus, Evisort, Agiloft, Conga, Ariba, Onit etc.
- Client Relationship Management - Strong ability to engage directly with clients, understand their expectations and resolve issues proactively Analytical & Reporting Skills - Strong ability to monitor and analyze team performance, identify trends, and prepare executive-level reports. Flexibility & Adaptability - demonstrated ability to thrive in a dynamic, fast-paced environment with shifting priorities.

**Education and Experience**
- Bachelor's degree in law, Business Administration, or related field.
- Minimum 5-7 years of relevant experience, including at least 2 years in a supervisory or management role.

**Benefits**

Health, vision, dental, 401k, PTO and tuition discount. Ask for more details

**Company Information**

Integreon is a trusted, global provider of award-winning legal and business solutions to leading law firms, corporations, and professional services firms. Our highly trained, experienced staff of around 3,500 employees globally service a comprehensive range of client needs that require scale and expertise, enabling clients to become more operationally efficient. Integreon works with corporations and law firms who rely on our experience and expertise in documents, administrative, and business services. With delivery centers on three continents, Integreon offers multi-lingual, around-the-clock support, as well as onshore, offshore, and onsite delivery of our award-winning services.

Pay: $102,000.00 - $110,000.00